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WorksheetsBasics of Customer Service (Unit 3 #1)
Total questions: 10
Worksheet time: 5mins
In the retail outlet, the role of the service personnel is to
warehouse inventory.
hiring new staff.
clear table.
preventing pilferage.
A retail assistants serve customers to the best of their abilities to cater to customers' needs and
requests.
expectations
wants.
demands.
Customer service mindset is important critical service attributes for a service personnel.
True.
False.
Being a professional competency personnel is to be
well-groomed.
responsible.
indecisive.
unskilled.
The importance of rapport building with customers is to
customer retention.
increased competition.
increased feedbacks.
lost of trust.
When customers are satisfy with the retail staff service, they tends to purchase more things which contributed to the store's
confidence.
headcount.
reputation.
sales.
When retail assistant builds and develops good rapport with the customers, it will help to reduced customer's
loyalty.
trust.
conflict.
sales.
Using a high tone to speak to customers is a positive techniques of rapport building.
True.
False.
Being aware of physical closeness and observing personal space, helps to set the customer at
fustration.
worry.
peace.
ease.
After making a purchase in a store, a retail assistant should
greet the customer.
thank the customer.
smile at the customer.
wave at the customer.
